Dynamics 365 Customer Service.
Empower your customer service representatives with generative AI and automation to ensure quick issue resolution and build personlised customer experiences across multiple channels, enhancing overall customer satisfaction.
As UK’s trusted Microsoft Dynamics partners, we provide end-to-end Dynamics 365 services, including implementation, upgrades, consultancy, and support.
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a cloud-based business application that provides personalised support, faster query resolution, and AI-driven assistance across channels such as live chat, phone, email, SMS, and social media. It boosts customer satisfaction and operational efficiency with customisable dashboards, real-time insights, and self-service options, helping agents deliver quicker, more effective solutions and build stronger customer relationships.
Dynamics 365 Customer Service Features
Case Management
Create, assign, and resolve customer issues across multiple channels. Track SLAs, status, and customer satisfaction throughout the lifecycle.
Omnichannel Engagement
Engage customers via voice, chat, email, SMS, and social from a unified interface. Seamlessly switch between channels without losing context.
Knowledge Base
Publish and manage articles for agents and customers to solve issues faster. Integrate with bots and portals for self-service capabilities.
Service Level Agreements (SLAs)
Define and monitor SLAs based on priority, customer, or issue type. Trigger escalations and alerts to ensure timely resolution.
Customer Service Workspace
Unified desktop view for agents with tabs, session history, and multi-app support. Enhance productivity with streamlined navigation and automation.
Virtual Agents & Chatbots
Deploy AI-powered bots to resolve common issues and reduce agent workload. Seamlessly hand off complex cases to live agents with full context.
Queue & Routing Management
Automatically assign cases to the best available agent based on skills and availability. Support manual and automated queue assignment rules.
Customer Feedback & Insights
Capture satisfaction metrics post-interaction via surveys and forms. Analyse feedback to improve service quality and agent performance.
Request Dynamics 365 Customer Service demo
Discover how D365 Customer Service helps you use multichannel messaging, personalised communications, AI and automation to better serve your customers.
Find out how this next-gen CRM app can future-proof your business.
Our Dynamics 365 Customer Services
As a Microsoft Solutions and Inner Circle Partner, ANS offers expert consulting to assess and deliver tailored Dynamics 365 Customer Service solutions. With over 20 years of experience, ANS provides seamless implementations, upgrades, and ongoing support.
Consulting
Consult with ANS’s Microsoft experts to discover how Dynamics 365 Customer Service can enhance support processes, improve efficiency, and drive growth.
Implementation
Get up and running in a matter of weeks, not months (depending on scope) with ANS's unique CORE deployment.
Upgrade
ANS keeps your Dynamics 365 Customer Service optimised with regular enhancements, ensuring peak performance and long-term value.
Ongoing Support
With ANS, you get reliable, proactive support that anticipates your needs and ensures your systems run efficiently without disruption.
D365 Customer Service Benefits
Strengthen customer relationships.
Personalise every interaction, and gain a comprehensive, end-to-end view of your customer interactions.
Meet customers where they interact.
Connect with customers seamlessly across multiple channels, ensuring support and engagement wherever they prefer to interact.
Get the hours back.
Automate repetitive tasks like case routing and data entry, freeing agents for complex issues resulting in increased efficiency and cost savings.
Anticipate customer needs.
Utilising machine learning to predict and address emerging issues before they escalate, ensuring quicker problem-solving.
Microsoft Inner Circle Member.
We have been awarded the 2024-2025 Microsoft Inner Circle Award for the eighth consecutive year. This recognition is given for our consistent performance in delivering innovative solutions, exceptional services, and unparalleled value to help businesses achieve greater success.
With the Inner Circle distinction, we are recognising a group of partners who have excelled at accelerating their customer’s digital transformation with Dynamics 365 and Power Apps solutions.
Peter Jensen | Microsoft Business Application Partner
Fast Dynamics 365 Customer Service Implementation.
We deploy applications in weeks, rather than months (depending on the scope). This gives you quick wins and boosts user adoption.
ANS became an extension of our project team which meant the process of implementation was seamless. This has been the best CRM deployment I have ever been involved in.
James Fleming | Group IT Director
Dynamics 365 Managed Support Services.
Maximise your Dynamics 365 investment with ANS Managed Services. Our expert team offers expert support, from maintenance to bespoke solutions and in-depth training. With flexible plans, including our Centre of Excellence service, we help you scale, optimise, and grow.
I’ve been delighted at the speed that they have been able to answer our questions and the outcomes that we’ve achieved in Dynamics 365. Our managed service has increased the pace that we’re able to do things such as configuring more features, adding more processes and making the system work better for us.
Anna Buckman | Global Sales Systems Manager - Socket Mobile
You’re in great company with ANS.
Our Microsoft Accreditations
D365 Customer Service
Get to know your customers and deliver fast, personalised service and support with Dynamics 365 Customer Service. Learn more about how to transform service and earn customer trust with Microsoft Dynamics 365.
Deliver smarter, AI-powered support. Get your copy today!
FAQs: D365 Customer Service
Is this implementation approach right for our business?
Our accelerated implementation is perfect if you are:
- On a budget and want to avoid high upfront setup costs.
- Short on time and want to quickly deploy Dynamics 365.
- Looking to make immediate service improvements with a system you can grow into.
Looking for a bespoke service management solution? Contact us about our scope-led approach.
What information do I need to provide?
Before personalising your Dynamics 365 system, we will request additional detail about your case management process and what information you want to see in the system.
Our engineers will use your responses to tailor the system to your needs and share recommendations for further processing optimisations.
What features will be configured?
We will focus on getting you up and running with the case management capabilities of the Dynamics 365 Customer Service Hub.
Depending on your needs, we will also personalise SLAs and case queues. We don’t include advanced functionality within the scope of this engagement, such as United Routing or Omnichannel for Customer Service.
These features can be subsequently configured using our managed service or covered as part of a scope-led bespoke project.
When will I go live with Dynamics 365?
During this accelerated implementation, our team will work with you in an agile method to deploy Dynamics 365 Customer Service.
We aim to support your team in using its case management capabilities within 5 working days. To achieve this, the relevant personnel within your organisation must be available throughout the implementation process.
What support will I receive?
Through our managed services or Circle of Excellence subscription, your team can access user support to resolve Dynamics 365 issues and questions.
You can schedule technical consultancy and training sessions using inclusive hours to implement system changes and give you as much knowledge transfer as you need.
Is it possible to integrate Dynamics 365 Customer Service with other Microsoft products?
Yes, Dynamics 365 is natively integrated with other Microsoft products, such as Microsoft 365, Power BI, and more. Integration enhances collaboration and provides a unified experience for your teams. There are also 100s of connectors to integrate with third-party products not owned by Microsoft, such as HubSpot, Mailchimp and Zendesk.
What is a Case in Dynamics 365 Customer Service?
A Case in Dynamics 365 Customer Service is a record that represents a customer’s issue or question. It helps in tracking, managing, and resolving customer service requests by keeping all the relevant data in one place.
Can I customise the information captured in a Case?
Yes, you can customise the information that a case captures. You can configure the fields, forms, and views to capture the specific information relevant to your business.
How does Knowledge Base work in Dynamics 365 Customer Service?
The Knowledge Base in Dynamics 365 Customer Service is a repository of articles and information that can be used to resolve customer issues. Agents can search and use these articles while working on Cases to provide quick and accurate solutions.